CRM Manager

Job location:
United States/NY/New York

Job type:
Brand / division:
Ermenegildo Zegna is the worldwide leader in luxury menswear.

The CRM Manager will be the reference for CRM analysis providing the necessary insight to senior management and driving the input process and execution with Area Managers and Store Managers

Key Responsibilities


  • Oversee customer contact strategy & client relationship management for all US Boutiques
  • Create & update new training materials and conduct in-store CRM training for:
    • CRM mindset & outreach tactics
    • Aladdin usage (calendar function, group emails, list pulling, etc.)
    • Using CRM reports & identifying opportunities
  • Develop bi-monthly CRM boot camps
    • Identify areas of opportunity through analysis
    • Provide Store Managers with data and tools to achieve goal
    • Pull results to evaluate completion
  • Analyze monthly CRM reports to identify trends & insights related to marketing strategies & activities and share with the Store Managers
  • Communicate with Store Managers to understand challenge & opportunity per market, develop recommendations and tools to support retail business
  • Customize client lists & pull additional reports as per store requests
  • Develop & manage formal process client reassignment
  • Manage customer database
    • Customer Portfolio Merge & update preferred shop, etc.
  • Liaise with HQ on customer service issues and follow-ups

Retail Marketing Strategies & Analytics

  • Manage redemptions & ROI on all marketing campaigns
  • Refine customer segments for DM & emails
  • Strategize and compile seasonal marketing plan
  • Develop leads for International travelers/organizations to partner with

Customer Delighting

  • Partner with HQ to develop and improve new Zegna World Pass program
  • Gather qualitative customer insights and develop personalized delighting opportunity 
  • Manage Quintessentially, concierge company, for top client experiences and general delighting

Customer Insight: NPS & Mystery Shop

  • Coordinate with HQ to set up NPS & Mystery shop for boutique & outlets
  • Distribute comments and compile reports to share with corporate executives & GMs
  • Complete action plan to send to HQ

Wholesale Marketing

  • Analyze major campaigns (Mailer & digital)
  • Identify monthly themes and compile assets to share with Wholesale accounts for brand exposure
  • Support ad hoc marketing campaigns and initiatives with key accounts


  • Bachelor’s Degree and minimum of two years in CRM focused role preferably in a luxury or fashion company
  • Statistical or numerical studies and/ or experiences
  • Microsoft Excel at an advanced level
  • Exceptional organizational and time management skills
  • Ability to maintain productive relationships and communication within all levels of the organization